Reference Quantity: ST0185

Particulars of normal

Function and occupation:

Senior Monetary Providers Buyer Adviser

This apprenticeship incorporates an choice for these apprentices that handle a group as a part of their function.

Occupational profile:

This apprenticeship has been designed to be used in Banks and Constructing Societies, however might have wider software throughout Monetary Providers, together with Life Insurers. Inside these organisations there are a variety of entrance line roles that take care of prospects and require a excessive degree of technical data and expertise throughout a variety of merchandise – these might occur in a department, over the cellphone, by the web / social media or an operations centre that helps different areas. They could take care of people, companies or a small portfolio of accounts. Typical actions might embody, relying on the organisation, understanding buyer wants and assembly these wants with the correct services and products eg kind of checking account / bank card / loans / insurances; selling new digital providers to encourage prospects to make use of these channels, proactively calling prospects to deepen relationships, resolving difficult complaints, working with different areas of the organisation to fulfill buyer wants. Merchandise throughout the scope of this function are core banking, financial savings and insurance coverage. Any mortgage, complicated funding or different regulated product alternatives shall be referred to specialists.


Necessities: Core data, expertise and behaviours



What’s required

Business and firm understanding


Understands the function their sector performs in Monetary Providers, the enterprise they work in, the top to finish buyer expertise, the corporate ‘Values’, skilled requirements, and the place their function suits within the enterprise. Understands the totally different areas of the organisation they should work with to ship for the shopper. Understands the place their organisation sits available in the market and its affect on / function within the native economic system.

Regulatory, Authorized and Compliance   Broad understanding of the Monetary Providers authorized and regulatory framework, along with how this is applicable to their function. Sound understanding of related threat and compliance necessities e.g. Info vs Recommendation, Regulated vs non-Regulated merchandise, Escalation procedures, Conduct Threat, Coaching & Competence, Complaints, Fraud Prevention. Retains updated with modifications.
Merchandise & Providers    Broad understanding of the services and products supplied to prospects by their organisation, along with sound data of the services and products, their options and advantages, related to their function. Understands the vary of buyer channels, their options and advantages.
Methods and Processes   Understands the methods, instruments and processes used within the function, along with the requirements to be met, together with IT instruments and digital banking options offered to prospects. Understands how these hyperlink with different areas of the enterprise to offer seamless options for purchasers.

Expertise and behaviours


What’s required



Delivers glorious service, figuring out and assembly or exceeding buyer necessities. Educates prospects in the usage of digital options, serving to them choose the suitable channel to take care of the organisation. Builds belief and loyalty with prospects. Initiates contact with prospects to deepen relationships when required. Supplies options to prospects that meet their wants e.g. accounts, financial savings, loans, playing cards, insurances; or refers to specialists e.g. mortgages and controlled merchandise. Helps the corporate contribution to the local people the place applicable. Develops a community of contacts e.g. solicitors, property brokers to offer alternatives and self- generates enterprise alternatives the place applicable.

Delivering Outcomes


Makes use of a variety of firm methods and processes to ship providers to prospects, Takes the initiative to fulfill difficult particular person and group efficiency measures in step with firm coverage, Values, requirements and regulatory necessities. Plans and organises their work to fulfill commitments / KPIs, not needing to be instructed what to do. Meets agreed marketing strategy targets the place applicable.


  Constantly helps colleagues /collaborates to realize outcomes. Builds/maintains robust working relationships inside and throughout groups. Works with/negotiates with different enterprise areas to ship to the shopper, retaining possession by to decision. Helps and develops others within the group. Conscious of personal function within the group and affect on others.

and Influencing


 Offers successfully with prospects/colleagues, utilizing sound interpersonal expertise and speaking nicely by a spread of media utilizing applicable language e.g. cellphone, nose to nose, e-mail, social. Listens actively to know wants and adapts their type to their viewers. Influences others to fulfill the shopper’s wants

Drawback fixing  

Works to ship the perfect buyer end result when dealing with issues and complaints. Makes use of questioning to realize perception and additional data. Takes possession by to decision. Helps the decision of complicated complaints and handles emotive conditions professionally. Meets inside and exterior necessities eg firm coverage and regulatory. Escalates as applicable.


 Steady Enchancment


Identifies alternatives to enhance efficiency and repair. Takes possession of particular modifications by to implementation.

Private Growth


Seeks suggestions and acts on it to enhance their efficiency. Builds their very own functionality by possession of their very own growth, working with their supervisor. Retains updated with related modifications. Helps others of their growth by mentoring/teaching as applicable.

Honesty & Integrity   Truthful, honest and reliable of their actions. Exhibits integrity by doing the correct factor.
Maintains applicable confidentiality always.
Flexibility   Adapts positively to altering work priorities and patterns when new duties have to be finished or necessities change.
Resiliance    Shows power and enthusiasm in the way in which they go about their function, dealing positively with setbacks after they happen. Stays constructive beneath strain.

 Choice – Crew management



What’s required

Crew Management  

Supplies path, evokes and motivates the group to maximise efficiency and repair ranges.

Plans assets to fulfill service ranges.

 Crew Growth    Manages the efficiency of people. Helps their growth e.g. by growth, planning, mentoring, teaching.
Compliant supply   Works with the group to make sure all actions meet authorized / regulatory / threat necessities and that each one supply required requirements and reporting necessities are met.



The size of this apprenticeship is predicted to be 12 – 24 months. For entry at this degree it will sometimes be 18-24 months, with development from Degree 2 being nearer to 12 months.


The apprentice will full an applicable qualification/examination (as thought of most related by the employer) from one of many following Skilled Our bodies:

  • Chartered Banker Institute – Skilled Banker Certificates; Skilled Banker Diploma; Certificates in Criticism Dealing with; Certificates in Offshore Banking Apply
  • Chartered Insurance coverage Institute – Award In Retail Banking; Certificates In Monetary Providers; Certificates in Insurance coverage; Award in Monetary Administration; Group Threat
  • Chartered Institute of Securities & Funding – Funding Operations Certificates
  • The London Institute of Banking & Finance – Certificates in Retail and Digital Banking (CertRDB). (This qualification replaces the LIBF Certificates in Retail Banking & Conduct (CertRBCB). All new apprentices ought to take CertRDB. Any present apprentices half manner by their research might full CertRBCB.
  • Certificates in Enterprise Banking and Conduct; Certificates in Shopper Debt Assortment; Certificates in Monetary Administration and Planning; Certificates in Supervising in a Regulated Surroundings; Certificates for Specialists in Automotive Finance; Certificates in Worldwide Commerce and Finance. (The LIBF {qualifications} “Award in Buyer Complaints dealing with” and “Cert in Regulated Complaints Dealing with” are withdrawn – present apprentices should have taken their exams by 1.5.2019)

English and Maths

Apprentices with out degree 2 English and maths might want to obtain this degree previous to taking the Finish-Level Evaluation. For these with an training, well being and care plan or a legacy assertion, the apprenticeship’s English and maths minimal requirement is Entry Degree 3. A British Signal Language (BSL) qualification is a substitute for the English qualification for these whose major language is BSL

Hyperlink to skilled registration and development

This commonplace places the apprentice on the pathway in the direction of or permits them to use for skilled membership of the Chartered Banker Institute, the London Institute of Banking & Finance, the Chartered Institute of Securities and Funding or the Chartered Insurance coverage Institute, relying on which qualification is taken.

This apprenticeship may very well be an entry degree function to the enterprise or a development from a decrease degree function or apprenticeship, constructing on the data and expertise gained in that function or apprenticeship. On completion of this apprenticeship, the apprentice shall be totally competent within the function and may proceed to develop their profession throughout the organisation by a spread of attainable pathways. This might embody shifting into giving recommendation on regulated merchandise eg mortgages, turning into a specialist in an space eg complaints, or persevering with in a service function.


This can be a Degree 3 apprenticeship.

Evaluate date

After 3 years or when vital change is required.


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